Abstract

This paper presents findings on critical success factors (CSFs) and key performance indicators (KPIs) from the customer perspective in the management of public office buildings. The study applies the five dimensions under the Service Quality (SERVQUAL) model as the CSFs in achieving the property management strategy and property objectives of public organisations. The dimensions of tangibility, reliability, responsiveness, assurance, and empathy form the basis for the identification of KPIs.
The study focuses on in-house property management teams that managed their public office buildings as operational properties in the study area of Kuala Lumpur. The research employs multi cases study approach and applies personally administrated questionnaire surveys as data collection instrument. Descriptive statistics are employed to retrieve the inclination of the respondents to the subjected answers in the survey questionnaires and factor analysis technique is used to investigate the cluster of multivariate relationships that existed between KPIs in property management. The findings show that the staffs of the selected office buildings consider seven CSFs and 23 KPIs.